In response to a sharp increase in confrontations, the government is issuing a new handbook to help parents navigate the formal complaints process at their child's school. The guide, supported by Education Secretary Bridget Phillipson, outlines a clear five-step procedure designed to foster more constructive dialogue.
A Blueprint for Respectful Resolution
The comprehensive framework was developed jointly by the Department for Education (DfE), the charity Parentkind, and the schools inspectorate Ofsted. It aims to establish a more "positive, respectful way" for families to address issues with educational institutions. This initiative follows numerous reports from schools detailing a surge in complaints, many of which are first aired aggressively on social media platforms.
The guidance explicitly warns parents against using platforms like Facebook or X to voice grievances. It advises against aggressive behaviour, targeting individual staff members, or attempting to "build a crowd" around a problem.
Empowering Parents and Protecting Schools
Education Secretary Bridget Phillipson stated: "As a parent, I know how it feels to be worried about your child at school – especially when it’s not clear who to speak to or what to say." She emphasised that the guide will give families the confidence to raise concerns appropriately, encouraging collaboration so every child can learn in a "calm, supportive environment."
The handbook helps parents distinguish between casual feedback, a concern, and a formal complaint. It provides advice on whether to first approach a teacher or escalate a matter directly to the headteacher. Crucially, it stresses keeping complaints objective, constructive, and free from personal accusations.
Parents will also find practical information on locating their school’s official complaints policy and understanding typical resolution timelines. While advocating for direct resolution "in discussion with your school," the guide also lays out clear steps for escalation if a complaint remains unresolved, including the potential consequences for parents who act unreasonably during the process.
The Scale of the Challenge
The need for such intervention is highlighted by stark data. A 2025 Parentkind survey found one in five parents had made at least two formal complaints in the past year, with many admitting to posting about them on social media.
Separately, a survey by law firm Browne Jacobson revealed that 65% of school leaders saw an increase in parental complaints during the 2023-24 academic year, noting a trend towards quicker escalation to formal stages. More alarmingly, a poll by the NAHT school leaders’ union indicated that over four in five (82%) school leaders experienced abuse from parents last year.
Sir Martyn Oliver, Ofsted's chief inspector, commented: "It is always better for all involved when complaints can be resolved directly between a parent and their child’s school... And, in the vast majority of cases, issues can be fixed quickly and civilly without any need for escalation to Ofsted."
The guide will be accessible online from Tuesday 20 January 2026 and distributed across England. It has received broad support from major teaching unions. Phillipson added that the DfE’s delayed Schools White Paper, due later this year, will further outline plans to "reset the relationship between parents and teachers."
